David Hodges
Port Hope ,ON
Summary
Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Application Deployment and Support Specialist
Durham College
05.1998 - Current
- Provided training to end users on new and updated systems and software.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Installed, configured and provided ongoing configuration management for [Number] custom applications.
- Used [Software] to track, maintain and update trouble tickets.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Involved in all testing procedures and wrote test cases and scenarios for development team.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Interacted with clients to resolve issues and answer software-related questions.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.
- Prepared in-depth reports for each project managed and updated documentation as changes occurred.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Developed and implemented preventive maintenance procedures.
Education
No Degree - Information And Communication Technology - Novell
Diamond Institute
Ajax, ONHigh School Diploma -
Ajax High School
Ajax On06.1983
Skills
- New Features Development
- Warranty Requirements
- Team Support
- Product Configuration
- Client Requirements
- Customer Assistance
- Data Analysis
- Customer Satisfaction
- Component Replacements
- Testing Activities
- Hardware Integration
- Mission Critical Applications
- Technical Support
- User Training
- Application Development
- Configuration Management
- Computer System Diagnostics Software
- Maintenance and Troubleshooting
- Compliance Understanding
- Hardware and Software Configuration
- Application Subject Expertise
- Customer Education
- Hardware and Engineering Knowledge
- Organizational Skills
- Cherwell Support Ticketing System
- Efficiency Modifications
- Application Implementation
- Performance Optimization
- Friendly and Patient
- Software Release and Rollout
- Resolve Technical Problems
- Employee Computer Support
- Tracking and Documentation
- Microsoft Windows and Office
- Creative Issue Resolution
- System Performance Assessments
- Issue and Resolution Tracking
- Hardware Evaluation
- Desktop Partitioning Software
- Hardware Repair
- Collaborative Team Player
- Troubleshooting Network Issues
- Hardware and Software Repair
- Defect Analysis and Resolution
- Analytical and Methodical
- Customer Communication and Empathy
- Read Technical Manuals
Certification
- [Area of certification], [Company Name] - [Timeframe]
Timeline
Application Deployment and Support Specialist
Durham College
05.1998 - Current
No Degree - Information And Communication Technology - Novell
Diamond Institute
High School Diploma -
Ajax High School
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